Success Story. OTRS enables call center to successfully cope with the growing complexity of the online and retail business.

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1 OTRS enables call center to successfully cope with the growing complexity of the online and retail business. &

2 At a Glance Company Cogetech S.p.A. OTRS Solution OTRS::ITSM Module Tickets/month Approx. staff using OTRS 150 Why OTRS? We use OTRS because it gives us the flexibility we need and more. After having evaluated a number of systems OTRS was the perfect fit to deal with our highly complex environment. Through a broad feature set that is highly configurable and easy to implement we were able to avoid development costs and maximize our return on investment. Customer Requirements Integration of third party systems Quick reaction possibilities SLA Management ITIL -compliant system Useful OTRS features TicketWorkflows Dynamic Field Database Advanced Escalations MultiService Select Impact of OTRS::ITSM Module Transparency in workflows; everybody is easily kept up to date ITIL-compliant processes Improved reporting possibilities

3 Cogetech needed to implement an ITIL-compliant ITSM system for supporting all suppliers with a single solution Founded in 2004, Cogetech S.p.A. is one of the leading companies in the Italian gaming industry. The company directly operates more than 5,200 video lottery terminals (VLT), manages a network of more than 38,000 AWPs (New Slot) in around 15,000 shops, offers sports and horse race betting through a retail network of 189 points of sale under the brand iziplay across Italy, and provides services to a network of 300 independent betting shops. Foto: Cogetech S.p.A. OTRS s flexibility enables integration of different systems, leading to faster and clearer support Problem: Strict SLAs for dealing with issues As Cogetech is a concessionaire of the Italian gaming regulator AAMS, all gaming machines are supervised and connected. Messages are sent not only between the devices, but also as information to the regulatory organization. If problems or issues arise that affect the smooth operation of our systems we have to solve them as soon as possible. Otherwise, we run the risk of breaching regulatory requirements which could result in fines and recertification processes. explains Chris Bates, Information Systems and Infrastructure Manager at Cogetech. Before OTRS, it was difficult to maintain a clear view of issues or requests and this invariably lead to operational inefficiency and duplication. In addition, integrating our legacy ticketing system with other applications was not viable which made it difficult to optimize crucial processes. Solution: Integrated chat service and multiple databases connected in one OTRS Help Desk The call center now supports all channels and subsidiaries of Cogetech for technical faults and requests by using OTRS tickets. We have integrated OTRS with core systems to allow agents to quickly insert relevant information into tickets, increasing accuracy and efficiency among teams throughout the workflow chain. Now, all issues are completely traceable. So far we have integrated three internal systems and two partner systems into OTRS. We are now in the testing phase of integrating our asset management system. This will be a big advantage as it will streamline the process for issues that are routed to our field support teams, who will be able to update asset locations in real time when in the field. reports Bates. Thus, the call center operator only has to choose the faulty machine in a drop-down menu and field support teams have clearer visibility and are able to plan shop visits efficiently. OTRS helped to significantly optimize the workflows of our call center employees, concludes Bates with satisfaction.

4 OTRS is the best ticketing solution for our complex environment, and it comes at a surprisingly low price. Chris Bates, Information Systems & Infrastructure Manager at Cogetech Why OTRS? Managing processes and workflows is impressively easy and relevant departments and employees are always up to date When Cogetech started using OTRS in May 2013, they first implemented the tool in the Betting and Gaming channel and planned to gradually integrate further areas, such as the video lottery, slots and online payment businesses. All channels have separate customer databases, so it was up to OTRS as a single help desk system to enable all areas to communicate. The OTRS standard also provides us with very important functions like SLA-handling, escalation notifications and automatic responses, states Chris Bates when asked why OTRS was chosen. Its flexibility is extensive and it offers the best ITIL -compliant functionality for responding to the requirements of our fast moving business. I felt that other solutions were extremely rigid and any customization would have led to development investments on top of a cost prohibitive licensing structure for our medium-sized company. OTRS has a solution for every Cogetech department, that s why they can t wait to map out more and more scenarios with the ticket system. In the near future, Cogetech would like to implement the widespread mobile use of the web-based tool on tablets for improving customer service. Chris Bates is extremely pleased about the positive effects of OTRS: We often get positive feedback from our call center employees. They especially appreciate OTRS because it facilitates their daily work, both with the integrated chat service and the ability to use it as a single solution for coping with suppliers and internal support groups.

5 Contact us Website: North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Europe OTRS AG Norsk-Data-Straße Bad Homburg Germany OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands Latin America OTRS S.A. de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: Asia Pacific OTRS Sdn. Bhd. A-32 Menara Allianz Sentral, 203 Jalan Tun Sambanthan, Kuala Lumpur, Malaysia T: F: OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: T: F: